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General Information Bulletin : 17005
Subject: Maxtor Shipping & Packaging Procedure
Document #: 17005
READ CAREFULLY OR YOU WILL VOID YOUR WARRANTY
Required drive return shipment procedures:
To obtain warranty service, all drives must be returned in Maxtor approved packaging. Before returning a drive you must have your RMA number. It is very important to ship all returned drives via a traceable carrier that can provide you with a proof of delivery. Examples are: Federal Express, Airborne, DHL, UPS, TNT, and U.S. Mail Priority (we do not recommend non-traceable first, second or third class mail). You carry freight costs of shipping the faulty drive to Maxtor. Maxtor pays for the shipment of the replacement drive to you. Please remove all accessories including cables, brackets and faceplates. Send only the bare drive.
Proper shipping for individual drives:
The drive must be placed in an anti-static bag, similar to the silver bag that the drive originally came packaged in.
The drive must be surrounded on all sides with solid foam cushioning, a minimum of two inches thick. Do NOT use Styrofoam peanuts or bubble wrap.
The drive must be sealed in a sturdy cardboard shipping container. The original retail box the drive came in would be an ideal shipping container.
The drive must be sealed in a sturdy cardboard shipping container. The original retail box the drive came in would be an ideal shipping container. Examples are shown below:
Figure #1 Figure #2
Retail Box Single Pack
Shipping Container
IMPORTANT: Clearly write the RMA Number that you received on the outside of the box/container that will be used to ship the drive to Maxtor.
Proper shipping for multiple drives:
Each drive must be placed in an anti-static bag, similar to the silver bag the drive originally came packaged in.
The drives must be sealed in a sturdy cardboard shipping container with a padded separator to prevent adjacent drives from touching. (An example of this type of box is shown at the top of the next page.)
If you require packaging, Maxtor will provide it at a nominal cost. Please contact Maxtor to request proper return shipment packaging.
IMPORTANT: Clearly write the RMA Number that you received on the outside of the box/container that will be used to ship the drive to Maxtor.
FAILURE TO MEET THESE PACKAGING REQUIREMENTS WILL RESULT WITH A
VOIDED WARRANTY.
Packing Slip:
Include a packing slip with the drive. This should include: · your name
· street address
· daytime telephone number
· the RMA#
· model number(s)
· serial number(s)
U.S. customers ship to: Canadian customers ship to:
Maxtor Corporation Maxtor Corporation
c/o MSAS N.A. Logistics c/o MSAS
RMA #__________ QTY ________ RMA #__________ QTY ________
2700 West Story Rd 1825 Alstep Drive
Irving, TX 75038 Mississauga, Ontario Canada L5S 1Y5
European, Middle-Eastern & African customers ship to:
Asian Pacific (APAC)customers ship to:
Maxtor Ireland Ltd. Maxtor Peripherals
Attn: Shipping Dept. 190 Yishun Avenue 7
RMA #__________ QTY ________ RMA #__________ QTY
Bray Business Park Singapore 768925
Southern Cross Rd, Attention: CSC Drive
Bray,
Co Wicklow,
Ireland
Method of Shipment:
Please ship your return drive to Maxtor via a traceable carrier that can provide you with a proof of delivery if necessary (e.g., Federal Express, Airborne, DHL, UPS, TNT, and U.S. Mail Priority). Many boxes used by overnight shipping companies do NOT meet this requirement. Maxtor-approved packaging may be purchased from a Maxtor Customer Support representative at a minimal cost.
Other Important Information:
For Standard RMAs - the RMA number is valid for up to 90 days. After that time, you would need to contact Customer Service to establish a new RMA number.
For Advanced RMAs - Maxtor must receive your defective hard drive within 30 days after you receive your replacement drive or your credit card will be billed at the current manufacturers suggested retail price.
About Your Replacement Drive:
Please note that your hard drive will be replaced with a factory re-certified hard drive.
Turnaround Time
Unless otherwise specified, Maxtor aims to ship your replacement drive within 2 business days from the in house receipt of your defective drive(s).
Warranty
The warranty period for your replacement drive is the remainder of the original drives warranty or 90 days, whichever is longer.
Maxtor's Void Warranty Policy
Drives received from customers exhibiting any of the following conditions are NOT eligible for in warranty replacement:
Inadequate packaging - Some examples are: multiple drives packed into a single box without separators to prevent contact with adjacent drives; drives packed in envelopes or boxes without protective cushioning; drives shipped in Styrofoam peanuts or bubble wrap and drives packed without ESD protective bags.
Drive serial number labels removed.
If present, the Head Disk Assembly seals broken or tampered with. The HDA seals are the stickers that wrap around the drive from the topside to the side opposite where the printed circuit board assembly is mounted.
Physical damage to the drive e.g., a broken or dented housing or printed circuit board assembly.
Components added or removed from the printed circuit board (except for jumpers and socketed termination resistors).
Please contact us if you require further assistance.
Maxtor Technical Support/Customer Service - North America:
Phone: 1-800-2MAXTOR
Maxtor Technical Support/Customer Service Europe, Middle East & Africa:
Phone: +353-1-204-1111
Maxtor Technical Support/Customer Service Asia Pacific:
Phone: Vox: +61-2-9369-3662 (Australia)
Phone: (65) 4816788 (Singapore)
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